At a Glance
- Tasks: Provide first-line IT support and solve tech issues for users.
- Company: Join Intercity Technology, a people-focused tech solutions partner.
- Benefits: 33 days holiday, annual pay reviews, and a strong focus on development.
- Other info: Enjoy a dynamic work environment with great career growth opportunities.
- Why this job: Be the friendly voice behind tech support and make a real difference.
- Qualifications: Experience in IT support is a plus; strong problem-solving skills are essential.
The predicted salary is between 25000 - 30000 £ per year.
We’re looking for a customer‑focused 1st Line Support Analyst to join our Service Desk team. You’ll be the first point of contact for IT support, helping users resolve issues quickly and keeping their technology running smoothly. This is a role for someone who enjoys problem solving, helping people, and learning new technology. You’ll diagnose and resolve a wide range of technical issues while delivering an excellent customer experience. Our Service Desk supports customers 24/7, but this role operates on a 19:00–07:00 4 days on, 4 days off shift pattern as part of the wider team.
About The Role
As a 1st Line Support Analyst, you’ll be the friendly voice and technical support behind every ticket. You’ll log, investigate, and resolve incidents, keeping users informed and ensuring service levels are met. When issues require deeper investigation, you’ll elevate them to senior engineers with clear documentation and context. You’ll work with colleagues across the business and support users at every level, from junior staff to senior stakeholders, adapting your communication style to suit.
What You’ll Do as a 1st Line Support Analyst
- Provide first‑line technical support
- Diagnose and resolve basic hardware and software issues across desktops, laptops, and peripherals
- Carry out initial network diagnostics for Wi‑Fi, VPN, and DNS issues
- Support users remotely using tools such as AnyDesk, TeamViewer, and SCCM
- Manage incidents and service requests
- Log, track, and update tickets in the service desk system
- Ensure incidents are handled within agreed service levels
- Escalate complex issues to senior engineers when required
- Deliver excellent customer service
- Communicate clearly with non‑technical users via phone, email, and chat
- Maintain a professional, friendly, and helpful approach in every interaction
What You’ll Bring
Experience & Knowledge
- Experience in a 1st Line IT Support or Helpdesk environment (desirable but not essential)
- Understanding of IT infrastructure, including desktops, laptops, printers, and networking
- Familiarity with Microsoft Windows and Microsoft 365
- Exposure to Active Directory (password resets, account management)
- Awareness of service desk platforms such as ServiceNow or HaloPSA
- Understanding of ITIL principles
Skills
- Strong troubleshooting and problem‑solving ability
- Clear communication with both technical and non‑technical users
- Ability to prioritise tasks in a fast‑paced environment
- Comfortable using remote support tools
Qualifications (desirable)
- GCSE Maths and English (Grade C or above)
- CompTIA A+
- Microsoft Technology Associate
- ITIL v4 Foundation
What We Offer
- 33 days holiday (inclusive of bank holidays), with entitlement increasing by one day for each full calendar year employed, up to a maximum of five days.
- Annual pay reviews.
- Holiday buy scheme.
- All‑company bonus scheme.
- Death in service cover.
- Employee assistance programme.
- Company pension.
- Active social calendar.
- A strong focus on developing our people.
About The Company
Intercity Technology provides reliable and secure technologies in communications, cloud, and managed services. Intercity is a technology solutions partner that isn’t all about tech – it’s about a great bunch of people combining their passion, expertise, and dedication to deliver extraordinary results for businesses. We select candidates with the right skills, experience, and values to join us and the selection is based on a fair and equal process. We’re proud to be committed to equal opportunities and welcome all applications. All successful candidates will be subject to pre‑employment checks to ensure compliance with ISO27001 and Cyber Essentials Plus certifications.
1st Line Service Desk Analyst in Shefford employer: Intercity
Intercity Technology is an exceptional employer that prioritises employee growth and a supportive work culture. With a strong focus on developing our people, we offer generous benefits including 33 days of holiday, annual pay reviews, and an active social calendar, all while providing a dynamic environment where you can thrive as a 1st Line Support Analyst. Join us in delivering extraordinary results for businesses while enjoying a fulfilling career in technology.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Service Desk Analyst in Shefford
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Intercity Technology. Understand their values and what they stand for. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your problem-solving skills! Since you'll be diagnosing and resolving issues, it’s a good idea to brush up on your troubleshooting techniques. Think of common IT problems and how you would approach solving them. This will give you confidence during the interview.
✨Tip Number 3
Show off your communication skills! As a 1st Line Support Analyst, you'll need to explain technical issues to non-technical users. Practice explaining complex concepts in simple terms. This will demonstrate your ability to connect with users at all levels.
✨Tip Number 4
Apply through our website! We want to see your application come through our official channels. It shows you're serious about the role and helps us keep track of your application. Plus, it’s super easy to do!
We think you need these skills to ace 1st Line Service Desk Analyst in Shefford
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience in IT support and problem-solving. Use keywords from the job description to show we’re on the same page about what you can bring to the team.
Craft a Friendly Cover Letter:Your cover letter is your chance to show off your personality! Keep it friendly and professional, and explain why you’re excited about helping people with tech issues. We love a good story!
Showcase Your Tech Skills:Mention any relevant tools or technologies you’ve used, like Microsoft 365 or remote support tools. We want to see that you’re comfortable with the tech we use every day!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Intercity
✨Know Your Tech Basics
Brush up on your understanding of common hardware and software issues, especially with desktops, laptops, and peripherals. Familiarity with Microsoft Windows and Microsoft 365 will be a big plus, so make sure you can confidently discuss these during the interview.
✨Practice Problem-Solving Scenarios
Prepare for the interview by thinking through potential technical issues you might face as a 1st Line Support Analyst. Consider how you would diagnose and resolve these problems, and be ready to share your thought process with the interviewer.
✨Show Off Your Customer Service Skills
Since this role is all about helping people, be prepared to demonstrate your customer service abilities. Think of examples where you've successfully communicated with non-technical users or resolved conflicts, and be ready to share those stories.
✨Familiarise Yourself with Remote Support Tools
Get comfortable with tools like AnyDesk and TeamViewer, as well as ticketing systems like ServiceNow or HaloPSA. Being able to discuss your experience with these tools will show that you're ready to hit the ground running in the role.
